Earlier this month, Safaricom introduced Zuri, an artificial intelligence (AI) Chatbot assistant available on Telegram and Facebook Messenger.
Chatbots are often used by customer support in several companies including telcos and banks to give their users information as fast as possible without going through so many hoops.
Chatbots are particularly helpful when you want answers to frequently asked questions that may have been asked many times before by other users. The Chatbot will provide you with the answers to common questions and help you complete mundane tasks without making you wait to get to a customer service agent or listen through automated voice-overs or go through a confusing USSD menu.
Zuri enables over 17 million Safaricom mobile data users to perform a wide range of tasks like manage subscription services including viewing subscriptions and unsubscribing from chargeable SMS services.
Other queries that Zuri can handle include:
– M-PESA reversals
– Buying bundles
– Airtime top up
– Checking M-PESA and airtime balances
– Chargeable SMS services
– How To services including Getting PUK, Unlocking M-Pesa account, Accessing M-Shwari loans etc
Zuri adds to the already existing self-care options we have including USSD and mySafaricom app and according to Sylvia Mulinge, Chief Customer Officer, using AI, Zuri will be able to constantly evolve and learn from the interactions it has with customers in order to provide accurate responses.
The Chatbot also contains a how to section where customers can find more information about retrieving their PUK number, unlocking their M-PESA account, and how to get a loan.
To interact with Zuri click on the links below:
Facebook Messenger: m.me/SafaricomZuri